By Leila Meyer, Campus Technology
Valdosta State University in Georgia has achieved a 15-minute response time for second-tier information technology service — even while reducing costs. How? A new Technical Response Unit (TRU) program takes advantage of numerous technologies and operational changes to improve IT support on campus. The university serves approximately 11,000 students and employs around 1,500 faculty and staff. From an IT perspective, it supports about 4,000 PCs in 235 classrooms and labs. As with many other educational institutions, VSU was trying to figure out how to support increasing levels of technology on a shrinking budget. “To be able to continue that level of growth yet maintain the same service and support levels, we had to figure out better ways to utilize our existing resources,” said Benjamin Li, tier 1 coordinator for the IT department.
https://campustechnology.com/articles/2015/12/10/speeding-up-it-support.aspx
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